IT Support & Asset Management Specialist

We are seeking a skilled and service-focused IT Support & Asset Management Specialist to join our Client Services Division. This is a full-time, on-site position based at our firm's headquarters, requiring five days per week in the office. The successful candidate will serve as a frontline technology resource for legal professionals, handling a broad range of Level 1 and Level 2 support requests.

This role is ideally suited to someone who thrives in a fast-paced legal environment, brings a strong client-service mindset, and has a keen eye for process, accuracy, and inventory governance. The role operates at the intersection of day-to-day IT support and strategic asset oversight, making it a genuinely varied and impactful position within the department., End-User Support (Level 1 & 2)

• Serve as the first and second point of contact for all IT support requests received via phone, email, walk-up, and the firm's ticketing system.
• Diagnose and resolve hardware, software, network connectivity, and peripheral issues in a timely and professional manner.
• Escalate complex or unresolved issues to Level 3 support or specialist teams with thorough documentation and handover notes.
• Support the onboarding and offboarding of staff, including device provisioning, account setup, and equipment retrieval.
• Deliver clear, jargon-free technical guidance to non-technical users across all levels of the firm, including partners and fee earners.
• Maintain high standards of customer service in line with SLAs, logging all interactions accurately in the ticketing system.
• Assist with meeting room AV and conferencing technology setup, ensuring business-critical meetings are supported seamlessly.

IT Asset Management (ITAM)

• Own and maintain a comprehensive and accurate IT asset register covering hardware and peripheral inventory across the firm.
• Track the full lifecycle of all IT assets from procurement and deployment through to retirement and disposal, ensuring compliance with firm policy.
• Conduct regular physical audits of IT equipment and reconcile findings against the CMDB or asset management system.
• Coordinate with procurement and finance teams to manage purchase orders, asset tagging, and warranty records.
• Monitor software license entitlements and usage, identifying risks of over- or under-licensing and supporting license renewal cycles.
• Produce regular ITAM reports and dashboards for IT management, highlighting trends, risks, and cost optimization opportunities.
• Ensure that decommissioned assets are disposed of securely and in accordance with data protection regulations and environmental policy.
• Support vendor relationships and assist with contract management for hardware and software suppliers.

Process & Continuous Improvement

• Contribute to the development and maintenance of IT knowledge base articles, SOPs, and user-facing guidance documentation.
• Identify recurring issues and propose proactive solutions or process improvements to reduce ticket volumes and improve user experience.
• Support IT projects and infrastructure initiatives as required, acting as a liaison between the service desk and project teams.

• Proven experience in an IT support role covering Level 1 and Level 2 incidents in a professional services or corporate environment.
• Demonstrable experience in IT Asset Management, including maintaining asset registers and conducting hardware audits.
• Strong working knowledge of Microsoft 365, Windows 10/11, Active Directory, and common productivity tools.
• Excellent communication and interpersonal skills, with the ability to engage professionally with lawyers, partners, and senior stakeholders.
• High attention to detail and a methodical approach to asset tracking, data accuracy, and record keeping.
• Ability to manage competing priorities, work under pressure, and meet SLA targets in a demanding environment.
• Commitment to a full-time, on-site presence (5 days per week) at the firm's offices., * Experience with ServiceNow ITSM platform, including incident management, asset management modules, and reporting.
• Familiarity with legal sector software such as iManage (document management), Aderant or Elite 3E (practice management), or InterAction (CRM).
• Knowledge of ITIL frameworks, particularly Incident, Problem, and Asset Management processes; ITIL Foundation certification desirable.
• Experience working within a law firm or other regulated professional services environment.
• Exposure to software license management tools and CMDB administration., * Client-focused with a genuine commitment to delivering an outstanding service experience.
• Self-motivated, proactive, and able to work independently as well as part of a collaborative team.
• Discreet and professional, with an understanding of the confidentiality requirements inherent in a legal environment.
• Adaptable and calm under pressure, with a solution-oriented mindset.
• Organized and process-driven, with the ability to manage a busy workload without compromising on accuracy.